Technical Advantages of Maximizer CRM 10:

Transcription

1 Technical White Paper Technical Advantages of Maximizer CRM 10: Simple, Accessible, High Value CRM for Today s Small and Medium Sized Businesses

2 Contents Introduction...3 Advantage #1: Simple, Integrated CRM Suite... 5 Advantage #2: Architecture... 7 Advantage #3: Simple Deployment & Access Options...9 Advantage #4: Simple Configuration...12 Advantage #5: Industry-Leading Mobile CRM Options Advantage #6: Integration to Work with Your Other Technologies Advantage #7: Customization to Suit your Business Advantage #8: Security to Keep your Assets Safe...20 Advantage #9: Simple Administration...23 Advantage #10: Business Activity Monitoring and Process Automation...25 Summary...26 Additional Resources...26 About Maximizer Software...26 Contact Maximizer Software...26 This document is confidential and contains proprietary information, including trade secrets of Maximizer Software, Incorporated. Neither this document nor any of the information contained herein may be reproduced or disclosed to any person or parties under any circumstances without express written permission of Maximizer Software, Incorporated. Any disclosure of the information contained in this document to competitors or third parties will result in legal recourse from Maximizer Software Inc. 2008, Maximizer Software Inc. Maximizer is a trademark of Maximizer Software Inc. Other product and company names mentioned herein may be trademarks or registered trademarks of their respective owners. Technical Advantages of Maximizer CRM 10 Page 2/26

3 Introduction In today s markets, small and medium-sized businesses (SMBs) need every edge they can get to compete with larger competitors. Using customer relationship management (CRM) software to facilitate more effective and efficient sales, marketing, and customer service strategies is part of the equation for growth and success. As a 2007 survey of US SMBs conducted by AMI-Partners shows, companies employing CRM processes, strategies, and software have significantly higher revenues per employee than those without CRM. $5,831,710 $2,221,061 $256,087 $178,542 Average Annual Revenues per Business CRM Revenue per Employee Non-CRM Source: AMI-Partners, 2007 However, most CRM applications are not engineered for SMBs. Many are difficult to implement, configure or customize making CRM inaccessible for SMBs that lack the resources and budget of large organizations. This report provides detailed insight into the advantages of Maximizer CRM Group, Professional, and Enterprise Editions simplicity for business users and IT administrators, accessibility options, easy deployment, powerful administration, process automation, and modern architecture so you can turn your CRM strategy into your competitive advantage. Firstly, let s look at the two groups of users in your organization that impact the success of CRM in your organization the business users and the IT administrators and how Maximizer CRM provides advantages for both. Business User Requirements One of the most critical success factors in using CRM as a competitive strategy is for the users and managers in sales, marketing, and customer service to have a system that they perceive as useful and easy to use. Maximizer CRM has grown from its successful history in contact management for individuals into a robust CRM solution, so you benefit from over 2o years of product development and business user success. Technical Advantages of Maximizer CRM 10 Page 3/26

4 Built with core functionality designed specifically for SMBs, so you re not paying for complex features you don t need and will likely never use. You ll see faster time-to-productivity with Maximizer CRM because information is organized in one central database with an interface that is simple to navigate. At a glance, staff can see pertinent information on each of their customers, including communications history, sales opportunities, customer service cases no matter how they access information from the computer in their office, a laptop at home, or a mobile device (such as BlackBerry or Windows Mobile smartphone). Maximizer CRM works with other technologies business users are already familiar with because they are all integrated to work together: Microsoft Outlook, Word and Excel, QuickBooks, Crystal Reports, and more. IT Requirements For IT managers and administrators, Maximizer CRM was uniquely built with simplicity in mind for SMBs. This enables you to host it securely internally, deploy it quickly and easily maintain the system. After all, the goal of any organization should be a clear focus on the customer not your technology. With Maximizer CRM, you can deploy your CRM solution to your office, remote and mobile staff in a matter of days not the weeks it often takes with other CRM applications. Out-of-the-box, you can configure the fields in Maximizer CRM to match your business processes, where other applications require extensive programming. Maximizer CRM is powered by and built for the Microsoft platform, ideal for SMBs. Designed to fit into your existing technology infrastructure, you do not need to make heavy additional technology investments to get your CRM system up and running. With your data safely stored in-house, your administrator has the power to control security and user rights to keep your data safe and comply with privacy legislation. Maximizer CRM supports industry standards that make it easy to customize, integrate and extend the power of Maximizer CRM as your business grows. Now let s examine the technical advantages of Maximizer CRM that will help you grow your business and gain a competitive advantage with CRM. Technical Advantages of Maximizer CRM 10 Page 4/26

5 Advantage #1: Simple, Integrated CRM Suite Unlike other CRM applications with disjointed modules, Maximizer CRM is an integrated CRM suite for all customer-facing staff, managers, and partners. This enables all of your staff to have access to the customer information they need at their fingertips to provide the type of customer service that drives a business forward. Group, Professional, and Enterprise Editions provides all three main modules sales, marketing, customer service & support out-of-the-box, integrated to work together immediately so you don t need to buy separate software or integrate it yourself. Maximizer CRM Group Edition is designed for small businesses and provides the completely integrated sales, marketing, customer service & support, including extensive administration, security and configuration tools. Choose between Windows desktop, web, remote, or mobile access options. This edition also has built-in Office and Outlook integration, ebusiness capabilities, and Crystal Reports report templates. Group edition uses Microsoft SQL Server Express 2005 with a recommend user limit of fifteen. Maximizer CRM Professional Edition, designed for growing small and mediumsized businesses, has all the features and modules of Group Edition, plus enterprise-class reporting and database management, powered by Microsoft SQL Server. It features SQL Reporting Services (SRS), web reporting; plus larger database storage capacity, Windows authentication & single sign-on. Professional edition supports unlimited users (minimum of 5) to scale with your business. Maximizer CRM Enterprise Edition, designed for medium-sized businesses with more sophisticated automation and process needs, features advanced sales (territory management), marketing (fax and print campaign management), and customer service & support (Knowledge Base) modules. Moreover, for businesses with more advanced process and automation needs, Enterprise Edition features Workflow Automation powered by Knowledge Sync Lite including out-of-the-box events and queries to monitor critical business activities. With Maximizer CRM, every user gets full access to Sales, Marketing, and Customer Service & Support modules with functionality controlled through security and rights that an administrator controls. With each edition, Maximizer CRM also features account management, communication, appointment and task Management, document management, quote and order management, ebusiness tools, and reporting. All of this is offered out-of-the-box as a powerful, easy to use application with fingertip access to all critical customer information. Add-ons are available for all editions to provide additional functionality: Partner Access, to provide web-based partner relationship management capabilities for working in real-time with reseller partners. Customer Access, for customers to serve themselves online with profile updates, purchases, and online customer service. MaxSync for Microsoft Exchange, to support users and appointments in a mixed user environment where some users are using Maximizer CRM and others using only Microsoft Exchange. Workflow Automation Powered by KnowledgeSync, to automate processes and monitor performance, processes and policies. Technical Advantages of Maximizer CRM 10 Page 5/26

6 Accounting Link Designed for use with QuickBooks for access to QuickBooks financial information on customers directly from Maximizer CRM, including invoices and credit limits. Accounting Link for Microsoft Dynamics GP for direct access to Dynamics GP financial information on customers directly from Maximizer CRM, including invoices and credit limits. Maximizer CRM Customization Suite for advanced customization of Maximizer CRM and to integrate it with other applications. Crystal Reports Standard and Server, to access other data sources for reports, create custom dashboards, and automate report distribution. CanDoGo, on-demand sales and professional coaching content service directly accessed from Maximizer CRM. The core functionality of Maximizer CRM is available as to all users through Windows desktop, web access, or mobile devices to support today s demanding business users requirements for anytime, anywhere access. Technical Advantages of Maximizer CRM 10 Page 6/26

7 Advantage #2: Architecture For development, deployment, and integration flexibility, Maximizer CRM is built on a modern 3-tier architecture: Presentation Layer, Business Logic Layer, and Database Layer. Figure 1 - The modern 3-tier architecture of Maximizer CRM consists of the Presentation Layer, Business Logic Layer, and the Database Layer. Presentation Layer The Presentation Layer how end-users see and interact with Maximizer CRM includes the Graphical User Interface and the conduits to the functionality and information in Maximizer CRM. The Presentation Layer is built using a highly modular and open architecture that is metadata driven, which allows flexible interface customization. It is also built on a web services architecture to enable faster, standardized integration. Through the Presentation Layer, users can access Maximizer CRM from a variety of platforms: Windows client, web browser, mobile devices, and WAP phones. Having this layer allows new user interfaces to be added as new technologies are adopted, without affecting the entire system. It is built in ASP.NET, C#, C++, HTML and JavaScript and is continually updated with support for current and emerging technologies, to meet the demands of SMBs today and in the future. Technical Advantages of Maximizer CRM 10 Page 7/26

8 With this layer, additional interface modules and utilities have been built to provide additional productivity and functionality enhancements. These include the Administrator module, MaxAlarm utility (to alert users of calendar appointments even when the main application is closed), MaxFinder (for quick lookups from the system tray), and Vista Gadgets for desktop access to searches and dashboards 1. Business Logic Layer The Business Logic Layer contains the program logic and business processes behind Maximizer CRM. It allows program updates and new modules to be added and new business rules to be implemented once across the entire application suite without individually coding each module and access point. The Business Logic Layer is built in C# and C++ using the.net framework, ensuring optimum performance and compatibility with current and emerging technologies. The core elements of the Business Logic Layer are: Account Manager: The foundation of the software that manages companies and contacts, documents, communications ( , fax, letter), tasks, and calendars. Opportunity Manager: Enables Sales Force Automation (SFA), including managing a complex sales cycle, using sales teams, and implementing a sales methodology for more accurate forecasting. Marketing Campaign Manager: For automating and managing multi-phase , fax and print campaigns. Customer Service & Support Manager: To manage customer service cases and a Knowledge Base. Database Layer The Database layer is the repository for all data in Maximizer CRM, which is powered by Microsoft SQL Server (SQL Express for Group Edition, and SQL Server for Professional and Enterprise Editions). It allows the encapsulation of the database structure and ensures database integrity. The Database Layer encapsulates the database rules and security, allowing the Business Logic Layer to focus on adding business value. The same COM and DCOM objects, database tables and views that Maximizer CRM uses are offered to 3 rd -party integrators/developers and IT professionals through the Customization Suite. 1 Maximizer CRM Group Edition support Address Book Gadget only. Technical Advantages of Maximizer CRM 10 Page 8/26

9 Advantage #3: Simple Deployment & Access Options Maximizer CRM has consistently been rated as providing the fastest deployment in its class 2 for the ease of installation, configuration and deployment. It s designed to fit into your existing technology infrastructure so you don t need to make costly additional back-end or desktop investments to get started. This helps you get up and running with your system quickly so you can see a faster return on your CRM investment. A typical Maximizer CRM deployment involves the following: Installing the Maximizer CRM Server application on the Maximizer CRM Application Server this acts as the file server for the Maximizer CRM database, which may be on the same computer or on a separate Database Server. The same server (or separate computers for scalability) hosts the Campaign Manager Server, MaxExchange Synchronization Server (optional), Live Update Manager Web Server (optional) and Workflow Automation Server (optional). The Maximizer CRM Workstation application is installed on Windows OS computers connected directly via LAN to the Maximizer CRM database, or via LAN/WAN to the MaxExchange Synchronization Server. Remote offices and workstations use the MaxExchange Synchronization Server to synchronize with the main Maximizer CRM database. Data updates from the MaxExchange Synchronization Server to Remote Workstations or MaxExchange Remote Synchronization Servers (running local copies of the main Maximizer CRM database) are made via FTP, HTTP, folder-to-folder Network Direct (WAN) transport, or . Although different images of the Address Book are kept on separate computers, the MaxExchange Synchronization Server and its Distribution Sites work together on a single central (corporate) database that is updated periodically by the MaxExchange synchronization process. Maximizer CRM Web Access Sites are hosted on one or more Microsoft Internet Information Servers (IIS). Employees, partners, and customers use Internet Explorer (no software installation required) to access Maximizer CRM and all corresponding information and functionality. See Figure 2 for an example of a multi-location deployment including local server and workstations, portable workstations (through either a web browser on a laptop or wireless web browser on a PDA), and workstations at remote offices. This diagram models a number of optional deployment scenarios and best practices. Note that Maximizer CRM supports Microsoft Systems Management Server and other deployment management applications for even faster and easier application deployment and management. 2 PC Magazine, November 2002 Technical Advantages of Maximizer CRM 10 Page 9/26

10 Access Options With today s demand for constant and immediate access to information, Maximizer CRM provides a full range of access options for SMBs. Refer to Figure 2 for an example of local and remote office deployment. Maximizer CRM Web Access Options provide anytime, anywhere real-time, online access to customer information. o o o o Web Access for employees, connects to customer information from anywhere through a standard Internet Explorer web browser. Wireless Access enables employees access to Maximizer CRM on web-enabled wireless devices including Blackberry, Windows Mobile, Palm, and any other smartphone or mobile WAP phone with a wireless web browser. Partner Access streamlines communications, lead assignment and forecasting with distributors, resellers, and agents. Customer Access enables secure customer self-service and communications. Centralized Corporate Database, Distributed Globally. To enable full operation for remote offices or field staff, MaxExchange Synchronization provides users with full functionality running locally with scheduled and manual two-way synchronization. It enables a mobile sales force or remote customer service center to quickly, easily, and automatically keep current with the latest changes to the database. Mobile CRM lets mobile staff take critical customer information on the go! MaxMobile (for BlackBerry smartphones and Windows Mobile OS Pocket PC and smartphone devices) and MaxLink (for Palm OS devices) and enable users to synchronize directly with mobile devices and are ideal for users who do not always have an Internet connection. o o o Install MaxMobile on BlackBerry or Windows Mobile devices for the similar look and feel as the Maximizer CRM desktop application, with access to customers and prospects (including 8 user-defined fields, notes, and documents 3 ), tasks, appointments, sales opportunities, and customer service cases. MaxMobile supports cradle synchronization, and offers wireless synchronization through MaxMobile Wireless Sync Server. For Palm OS device users, MaxLink works with the existing applications on Palm devices, synchronizing Maximizer CRM data to the standard applications that come with device: Address Book (including 4 custom fields), Date Book, To-Do List, and Memo Pad. On the Palm OS, the number of Maximizer CRM records that can be synchronized depends on the memory available on the device; approximately 1,000 records can be stored on 120 KB. In addition, using the two-way synchronization between Outlook and Maximizer CRM, you can synchronize basic contacts, appointments and tasks from Maximizer CRM to Outlook, then to any handheld device that works with Outlook, including BlackBerry, Windows Mobile, and Palm devices. 3 Document support is only available for MaxMobile for Windows Mobile devices. Technical Advantages of Maximizer CRM 10 Page 10/26

11 Database Options For ease of deployment and maintenance, coupled with enterprise-class robustness for SMBs, Maximizer CRM offers a choice of Microsoft SQL Server database engines. For Group Edition, Microsoft SQL Server Express database features targeted performance 4 with automated tuning and management for practically zeroadministration. Leverage the power of Microsoft SQL Server, the leading relational database management system, SQL Server Express provides a tested, secure, and proven database. Maximizer CRM supports Microsoft SQL Server Express For Professional and Enterprise Editions, Maximizer CRM supports Microsoft SQL Server for scalability, speed, performance and programmability, as well as support for Microsoft SQL Server reporting services (SSRS) and analytics. It s the clear choice if you already have other applications in your organization using Microsoft SQL Server. Maximizer CRM 10 supports Microsoft SQL Server 2000 and Figure 2 - Maximizer CRM supports the needs of a multi-location deployment including local server and workstations, portable workstations configured as browser-based workstations with wired or wireless Internet access, and workstations at remote offices. This diagram models a number of optional deployment scenarios and best practices. 4 4 GB maximum database size, 1 GB Addressable RAM, and supports up to 1 CPU Technical Advantages of Maximizer CRM 10 Page 11/26

12 Advantage #4: Simple Configuration Maximizer CRM was uniquely built for SMBs to deploy quickly and extend the functionality easily. Administrators can configure much of the product 0ut-of-the-box to align with their business processes without the extensive customization or programming that is typical with other CRM applications. This includes: Industry-specific templates within Maximizer CRM include Financial, Legal, High-Tech, Sales, and Commercial Real Estate to help you get started. These templates include rich customization including user-defined fields, column views, macros, document templates, key fields, key field lists, action templates, action plan templates, company library documents, custom menus, and more. Easily extend the templates or build your own with information tracking and processes in Maximizer CRM. Create and configure unlimited number of user-defined fields to track information in table fields, date fields, alphanumeric and numeric fields. Sort fields and values, and enable profiling and searching on these fields immediately even while users are logged into the system. User-defined fields can be used to track profile information on accounts, contacts, leads, sales opportunities, marketing campaigns, and customer service cases. Configure automatic alerts sent to staff and customers based on customer service case actions, such as assignment and escalation. Add your own corporate identity within Maximizer CRM, including the splash screen, background and watermark images, and web access login screens. To make it easier for staff to use - depending on their role and information needs within the organization - administrators can set-up the My Work Day home page with the announcements or Dashboard applicable to their role. Access to other entities such as document templates, Company Library documents, Favorite Lists (static lists), Search Catalogs (saved dynamic search parameters), etc can also be secured by role to make the interface and information simpler for staff. Interface elements that can be configured by role include hiding or re-ordering icon bar buttons, adding items to the Tools menu, resetting text in menus, buttons, and window titles, plus customizing toolbars and toolbar buttons. Allow users to create and use their own Action Plans a simple, repeatable and flexible method of defining a series of activities for any purpose. Action Plans can be a set of best practices, simple processes or steps that can be applied to an Address Book entry (customer, prospect, or lead), marketing campaign, sales opportunity, or service cases. Create document templates for staff to easily access, enabling centralized and professional communications. Further processes can be configured using Workflow Automation powered by KnowledgeSync by defining queries to search the database for instances that you want to monitor, then defining the actions you want to take. For example, you may want to monitor Maximizer CRM for significant changes in a sales forecast, then send an alert to the sales manager. Or use Workflow Automation to automate a process, such as automatically assigning new web leads to the appropriate sales person before sending a series of follow-up s to that prospect. Workflow Automation comes with several Technical Advantages of Maximizer CRM 10 Page 12/26

13 pre-configured Event Paks for commonly used processes that businesses want to monitor or automate. The use of security groups enables the administrator to easily specify the information that is available to different users depending on their roles, including column views, favorite lists (static lists of accounts, leads, or sales opportunities for quick viewing), and key fields lists, effectively creating custom windows without any programming or customization. Maximizer CRM is also renowned for its ease of use because it gives business users the power to configure their own settings to work the way they want to without asking IT for extensive customization. This means more effective use of the CRM system by staff. Areas that business users can configure include: Column views and desktop views to view data the way they work Easily print reports or export data to Excel based on the data view (for example, a sales manager may want to see different fields than a sales representative or a marketing associate) Saving search catalogs for frequently conducted searches Saving frequently accessed lists of customers, prospects or suppliers to access within one click (favorite lists) Daily, weekly, and monthly views for the calendar Personal preferences Printing preferences for envelopes, labels, reports, faxes, and to HTML Extensive system settings including startup preferences, diagnostic and logging options, date and address formats, window settings, and utility applications Advantage #5: Industry-Leading Mobile CRM Options With a workforce that is more mobile than ever, with higher expectations for constant access to the information they need to do their jobs, Maximizer CRM provides unprecedented mobile CRM options for SMBs. With more mobile device access options, sales people and other professionals are able to stay in the field meeting with customers, rather than centering their day around the office. Maximizer CRM has four mobile solutions for various mobile devices: MaxMobile (for BlackBerry, Windows Mobile Pocket PC, and Windows Mobile Smartphone devices), MaxLink (for Palm OS devices), Wireless Web Access, and Outlook synchronization. MaxMobile for BlackBerry and Windows Mobile OS MaxMobile installs directly on your BlackBerry smartphone, Windows Mobile Pocket PC, or Windows Mobile Smartphone device, supporting synchronizing between the device and the modules in Maximizer CRM for contacts and leads (including up to 8 user-defined fields, notes and documents), appointments, tasks, sales opportunities, and customer service cases. Business users select a range of data to synchronize directly to the device. For example, a sub-set of customers in a territory, tasks and appointments by an applicable date range. Technical Advantages of Maximizer CRM 10 Page 13/26

14 To provide full CRM access for field sales and service staff, MaxMobile supports the creation, modification, and synchronization of sales opportunities 5 and customer service cases on mobile devices. Send s from your mobile device to your Maximizer CRM contacts and automatically save the against the entry in the MaxMobile Address Book. MaxMobile has security, requiring you to login to MaxMobile Address Book with the same user ID and password as the desktop Address Book. Users can synchronize data back-and-forth using USB synchronization via the desktop. Or, MaxMobile Wireless Synchronization Server 6 can be used to provide mobile staff real-time synchronization between the device and Maximizer CRM while in the field. Please check the website for an updated list of supported devices and operating systems. MaxLink for Palm OS devices Access customer information, take notes at meetings, or check your schedule. Synchronize between Maximizer CRM and your Palm device with no extra software to install on the Palm. Accurate two-way synchronization ensures that information on both your PDA and your desktop is always the most current. Press the HotSync button on your Palm device to synchronize all of your critical data back and forth. Automatically matches between your Address Book, Calendar, Hotlist, Notes, Journal and User-Defined Fields with the modules already on your Palm device: Phone List, Date Book, To Do's, Memo Pad and four custom fields. Please check the website for an updated list of supported devices and operating systems. Wireless Access 7 Using any mobile device with a wireless web browser, business users get critical customer information in real-time with Maximizer CRM Wireless Web Access. Get real-time access to all contacts, tasks, calendar, and sales opportunities in the corporate database through a wireless web browser. When used in conjunction with MaxMobile, this enables real-time access to information that a business user may not have synchronized to the device. No synchronization or extra software to install on your PDA. Outlook Synchronization With support for two-way synchronization with Outlook, this option enables you to take your Maximizer CRM customer information on the road using Outlook on your mobile device. Automatically or manually synchronize calendar appointments, tasks, and basic contact information from Maximizer CRM to Outlook. View and update information while on the road, and synchronize back to Outlook then to Maximizer CRM back at the office. 5 Strategies, Partners, and Competitors are synchronized from to your device in read-only mode. 6 MaxMobile Wireless Synchronization Server has an additional server license fee on top of MaxMobile user license fees. 7 Wireless Access is included with the purchase of either Web Access licenses or MaxMobile licenses. Technical Advantages of Maximizer CRM 10 Page 14/26

15 Advantage #6: Integration to Work with Your Other Technologies Customer information and interaction never exists in a silo. Maximizer CRM includes built-in integration with other applications that you already use in your business, including Microsoft Office (Outlook, Word, and Excel), software, QuickBooks and Dynamics GP accounting software, Crystal Reports, and SQL Reporting Services. In addition, the Customization Suites provide extensive options for integration with a wide variety of third-party applications. & Calendar Integration The Maximizer CRM module integrates with leading MAPI or VIM-compliant clients such as Microsoft Outlook, Outlook Express, Netscape Messenger, Lotus Notes and more 8. For example, this means that from within the Maximizer CRM window, Outlook users can view their Outlook folders & messages, save important messages and access their Outlook address book as well. In addition, with MaxSync for Microsoft Exchange 9, Maximizer CRM users can schedule meetings with non-maximizer CRM users and vice versa, ensuring that the entire organization is able to communicate and collaborate effectively. Read messages inside Maximizer CRM while maintaining the same look and feel and folder structure that you created in the underlying client. Maximizer CRM automatically matches the sender to a contact in your database so you can save important messages to customer records to keep in the customer history and easily share information throughout the company. Reply to messages just as you would with your client, while saving them with the customer record in Maximizer CRM. Easily access your Outlook address book when composing and sending , for contacts such as co-workers whose addresses are kept in Outlook. Synchronize Maximizer CRM contacts, tasks, and calendar appointments between Outlook with two-way synchronization. With MaxSync for Exchange, create appointments from Maximizer CRM and include non-maximizer users who are listed on your Exchange server, and have the appointments show up in both calendars. Create new Address Book entries directly from Outlook using Maximizer Outlook Toolbar 10. Save the incoming/outgoing message to the associated contact's record in Maximizer CRM using Maximizer Outlook Toolbar. Crystal Reports Integration To get started, Maximizer CRM comes with over 175 pre-configured reports in three different formats: Maximizer, Crystal Reports, and Microsoft SQL Reporting Service. The pre-configured reports included standard reports for sales, marketing, customer service and administration reports: pipeline funnel reports, campaign status, lead status, overdue & unassigned case 8 See for a current list of supported clients. 9 MaxSync 10 for Microsoft Exchange is purchased and licensed separately 10 The Maximizer CRM 10 Outlook Toolbar Add-in is only supported on computers running Outlook 2002 (XP), Outlook 2003, and Outlook 2007 Technical Advantages of Maximizer CRM 10 Page 15/26

16 reports, case analysis, sales quotes, and more. For on-the-fly ad-hoc reporting, business users and managers can easily perform queries, change data view with flexible column set-ups, then further analyze data by exporting data to Microsoft Excel, and share reports with colleagues in PDF, Word, HTML and other standard formats. Maximizer CRM Server creates a shared folder for reports on the server machine, where preconfigured reports and new reports are stored. All reports are then accessible from each Maximizer CRM client on the network. Personal templates are stored in a default local folder on the user s machine and are also accessible from the Reports menu in the application. The Executive Dashboard enables executives and managers to visualize pre-defined key performance indicators (KPIs) to make better decisions faster. The Executive Dashboard is integrated with Crystal Reports and provides drill-down access to detailed information or setup alerts to notify executives when a particular KPI reaches a critical level. With a full version of Crystal Reports 11, users can even analyze data in other applications, such as accounting or ERP systems, against the customer data in Maximizer CRM to get a complete view of customer standing and profitability. Maximizer CRM also supports multi-dimensional analytical views. Microsoft SQL Server Reporting Services Integration In addition to supporting the industry leading Crystal Reports business intelligence format, Maximizer CRM also supports Microsoft SQL Server Reporting Services (SSRS), which is a server-based report generating environment available with Microsoft SQL Server 2005 editions. SSRS reports are created using a Report Definition Language (RDL) compliant tool like Microsoft Visual Studio or Radius The reports are then deployed to Microsoft SQL Reporting Services. The Maximizer CRM Administrator makes the SSRS reports available to the Maximizer end-users by enabling the SSRS report URL option from the Maximizer CRM Administrator module. Maximizer users access the reports from the Reports menu in Maximizer CRM 13. Accounting Integration Intuit QuickBooks and Microsoft Dynamics GP The Accounting Link Designed for use with QuickBooks 14 and Accounting Link for Microsoft Dynamics GP 15 (formerly Great Plains) add-ons enable customer-facing users who don t usually use the accounting application directly, to view and add customer financial transactions with QuickBooks or Dynamics GP directly from Maximizer CRM without any complex integration or customization. With a separate Accounting tab/window corresponding to a record in the Address Book, it displays all of the related accounting entries, such as invoices, estimates/quotes, and purchase orders. 11 Crystal Reports Standard is an add-on product with additional license fees, available from Maximizer Software. 12 Radius 90 can be purchased directly from Maximizer Software for additional license fees. 13 SSRS is supported with Maximizer CRM Professional and Enterprise Editions only 14 Accounting Link Designed for use with QuickBooks requires additional user licenses. For a list of supported QuickBooks versions, see 15 Accounting Link for Microsoft Dynamics GP requires additional user licenses. For a list of supported Dynamics GP versions, see Technical Advantages of Maximizer CRM 10 Page 16/26

17 Accounting Link for Microsoft Dynamics GP supports a client/server configuration Maximizer CRM (client) connects to a Dynamics GP database via econnect. In this configuration, multiple Maximizer CRM clients can connect to the same Dynamics GP database. Accounting Link for QuickBooks can be configured in one of two ways: Client/Server Maximizer CRM (client) connects to a QuickBooks Company file on another machine (server). In this environment multiple Maximizer Enterprise machines can connect to the same QuickBooks Company file on the server. Individual end users of the Accounting Link Designed for User with QuickBooks do not need additional QuickBooks licenses or to be licensed QuickBooks users. Local Maximizer CRM connects to a QuickBooks Company file on the same machine (in this configuration individual end-users need to be licensed QuickBooks users). Individual end-users can create new Customers and Vendors, link Address Book entries to existing Accounts, create new Accounting transactions (quotes/estimates, invoices, and purchase orders) by accessing the current inventory and price list, convert quotes/estimates to invoices, and check credit limit and balances all in real-time against the accounting database. To ensure security, users must belong to the Accounting security group to use the Accounting Link and the user s access rights control each user s ability to read or insert accounting transactions. Furthermore, Accounting Link users cannot modify critical financial information in QuickBooks or Microsoft Dynamics GP, such as customer credit limit, inventory items and prices. Technical Advantages of Maximizer CRM 10 Page 17/26

18 Advantage #7: Customization to Suit your Business Maximizer CRM can be deployed quickly and a lot of your business processes can be configured out-of-the-box with no programming. However, your business requirements are unique and your work processes evolve as your business grows. The Customization Suite enable IT professionals and developers to use industry-standard platforms and tools to customize and extend the functionality of Maximizer CRM to your unique requirements. The Customization Suite can be used to develop a broad range of applications, ranging from a simple data entry dialog and adding new windows, to integration with external data sources such as accounting and ERP applications. The Customization Suite enable customizing and integrating Maximizer CRM with other third-party applications, such as accounting applications, ERP, financial systems and more. The accounting API (part of the Customization Suite) includes built-in functions for creating and viewing invoices, estimates/quotes, and credit limits. For example, COM applications can be developed that add a window displaying data from a third party accounting database, or similarly add a window to display service call information from an in-house application s database. You can create custom windows and tabs for either the desktop or web-based clients to serve the needs of all users. Or use the Interface Customization utility to easily change system field labels in Maximizer CRM or Web Access to support your own naming convention (for example, change Company to Hospital for all records) where changes are reflected in the data entry screens as well as other functions (search, merge fields) that refer to that field. Custom labels created by the interface customization application are imported into an Address Book and all Maximizer CRM and Web Access clients connecting to the Address Book display the new naming convention. The Customization Suites include software drivers, a VB plug-in Wizard, the Interface Customization utility, the Maximizer CRM COM interface Maximizer Type Library, and extensive instructions and numerous OLE Automation and ActiveX code examples to assist IT professionals and developers with tailoring Maximizer CRM to an organization s unique needs. Maximizer CRM supports many Windows industry standards, such as ASP, ASP.NET, XML, Web Services API, ODBC, COM, DCOM, OLE Automation, ActiveX and DDE, and securely enables direct native SQL updates. Maximizer CRM provides over 35 COM objects with over 900 functions. Technical Advantages of Maximizer CRM 10 Page 18/26

19 Figure 3 - Using the Maximizer CRM Customization Suite, you can integrate with other front and back-office applications using industry-standard technologies. Technical Advantages of Maximizer CRM 10 Page 19/26

20 Advantage #8: Security to Keep your Assets Safe One of the key reasons why leading companies choose Maximizer CRM is for its security not just to keep valuable customer assets in-house, but security controls within the teams as well. If customer data is an asset to your business, Maximizer CRM keeps all of your critical information stored in-house, and it ensures the security of your customer data with a multiplelayered defense system that covers all areas of the product. Maximizer CRM works with the Microsoft.NET security framework for single sign-on, user authentication, secure database access, session management, and system logging. Data Encryption Critical application data is encrypted with industry standard 128-bit encryption and public key infrastructure. Data that is encrypted includes: User passwords User-specified alphanumeric user-defined fields that can be used for passwords and other sensitive information such as credit card numbers Communications between MaxExchange Server and Remote sites (encrypted data packets) Maximizer CRM sites can be configured to use SSL Application Security The Maximizer CRM security model is based on the Microsoft Windows security model. All Maximizer CRM applications and add-ons are fully compliant with the supported operating systems security models and settings. Maximizer CRM also supports full Web server security configurations, including security certificates and SSL, as well as two levels of auditing: History notes record Maximizer CRM transactions, providing a top-level transaction auditing functionality. For example, a note is automatically logged when a case is created or if someone changes the assigned Account Manager. Automated audit logging provides seven levels of detailed log files for many Maximizer CRM server and client components. Audit logging level is specified by the administrator and should be combined with file system security to secure the logs. User Authentication Access to Maximizer CRM, whether through the Windows client, MaxMobile, web or wireless access, is controlled by user passwords. In a networked environment the administrator can configure Maximizer CRM to use the user's Windows network login account for single sign-on. Only users with the Administrator role are able to modify the basic information fields of any user, including access rights, security settings, user roles, and security groups. Administrators can give other users the option to modify the basic information fields of any user, enabling more than one administrator, for example, to modify personal or company information associated with the user. Technical Advantages of Maximizer CRM 10 Page 20/26

21 User and Group Security The Maximizer CRM Administrator application is used to create and manage security settings for users and groups. Role-based security, using security groups, is integrated with all other Maximizer CRM security settings to ensure consistent security behavior. Access rights control the right for the user or group to view, add, change, or remove types of records, providing per module security. Privileges grant authorization to the user or group to access or modify a number of specific transactions such as allowing global edit, modifying other users private entries, importing, exporting, and allowing printing to a variety of destinations. User s roles assign to the user or group authorization to perform certain businessprocess specific activities. For example, while the Customer Service Manager role allows the user or group to assign, escalate and resolve customer service cases, the Customer Service Representative role only allows the user or group to resolve customer service cases. The Administrator role allows the user or group to perform administrative tasks and log into the Administrator module Security groups are used to permit functional groups within an organization to access only those records, privileges and roles relevant to the respective group. For example, users can access all publicly owned records and private records owned by their group. However, if a user s personal access rights do not permit access to a particular record type then this overrides the group s setting. Users inherit access rights from the group or groups of which they are members. Record and Field Security Maximizer CRM enables administrators to specify full and read-only access rights for many Maximizer CRM records such as Address Book entries, Notes, user-defined fields, column setups, favorite lists (static lists of records), and search catalogs. This permits the administrator, and, depending on their security roles, the user to specify the specified records or fields are not to be shared with the entire organization by setting the access to a specific user, a group, or all users for public records. Full access permits the specified user, group, or all users to view and modify the record or field. Read access permits the specified user, group, or all users to view the record or field. Note that this security is in addition to the security provided by Maximizer CRM user and group security. For example, a user who is in a group that does not have access to the Address Book module will not be able to view Address Book entries that have Full and/or Read access set to Public. Database Security Database engine security, consisting of a full set of database views on the underlying database tables, enforces Maximizer internal security for ownership (Full Access and Read Access), security rights, business rules and MaxExchange transactions (e.g. - Client_Id is required and must exist in the parent table). Integrators doing reporting or customizations that require database access via ODBC (Maximizer ODBC, or Microsoft SQL Server ODBC) only have access through these views. Technical Advantages of Maximizer CRM 10 Page 21/26

22 Remote and Integrated Modules Security All Maximizer CRM application modules and associated integrated applications share the same security properties and access controls. All communications between MaxExchange Synchronization Servers and Remotes are authenticated. In addition, MaxExchange Synchronization Server encrypts all data packets between the server and remote installations. Internet communications, including all Maximizer CRM web access sites, can be secured using the SSL protocol. As noted earlier in this document Maximizer CRM web servers can be easily configured in a DMZ environment. integration supports the underlying application s security settings such as encryption and digital certificates. The administrator can specify levels of access for users and groups to integrated thirdparty products including Crystal Reports and Microsoft SQL Server Reporting Services (built-in) and QuickBooks/Dynamics GP (Accounting Link add-on). Customization Suite Security All external APIs provided by the Maximizer CRM Customization Suite follows the same business logic and database rules as the Maximizer CRM application. The security and functionality of all customizations and integrated applications are consistent with Maximizer CRM and security is enforced at the database level as described above. Technical Advantages of Maximizer CRM 10 Page 22/26

23 Advantage #9: Simple Administration Designed for SMBs, Maximizer CRM is easy to get up and running for SMBs, and easy to maintain and administer on an ongoing basis. Your system administrator does not need to know programming languages or complex applications to administer and maintain Maximizer CRM. The Administrator s graphical user interface accessible from both a Windows desktop client and through Web Access is used to control everything from new user-defined fields to new users, and security rights changes which can be made any time during the day, whether users are logged on or not. Easy-to-use interface makes it easy for your system administrator to add new users & assign the appropriate security rights; disable accounts when staff leave; or change user rights into different security groups/teams when they are promoted or make crossdepartmental moves. It s easy to manage sales territory re-alignment and distribution of records to remote offices/users. If you have multiple divisions, it s easy to manage multiple databases and even transfer data between the databases. Your system administrator can easily purge data or do mass updating of records (global edits). The Maximizer CRM Administrator module provides control of all user, system, and maintenance configuration preferences from a single administrator station. The Windows client Administrator module can be optionally installed on any computer, not just the main server; and the Web Access Administrator module offers secure access through a browser. It makes Maximizer CRM easy to manage because the database or system administrator can perform many tasks even while Maximizer CRM is running and users are logged in, including: Create new Address Books based on the configuration settings of other Address Books (including the tutorial and template industry databases that are included with Maximizer CRM). Add new user-defined (custom) fields, tables and values, or delete fields at any time including setting mandatory fields and key fields (a list of up to eight commonly used User-Defined Fields that can be displayed on the Basic Information tab of Address Book entries, Opportunities, or Customer Service cases dialog. A key list can be assigned to specific user, group, or all users).the fields are available immediately for staff to use for profiling and searching for customers because you don t need to change the database schema; (this can also be done through a regular Maximizer CRM workstation, provided the user has rights to this). Manage security and rights for users, groups, and role-based teams. Manage database integrity: o Prevent duplicate record creation o Check for and restore data integrity o Purge notes and documents by date range Technical Advantages of Maximizer CRM 10 Page 23/26